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Managing performance at Ladbrokes Betting and Gaming Limited

A new case study by e-reward reveals how Ladbrokes has resolved to redesign its performance management and appraisal scheme so that it now has standard performance criteria and objectives for all grades.

Furthermore, employees have been provided with the opportunity to increase their earning potential by demonstrating success against their personal effectiveness targets and KPIs, while investment in industry-leading technology continues.

Company profile: Ladbrokes Betting and Gaming Limited

Employee nos. (UK): 14,500 retail staff with 400 employed in central support positions based in its Harrow headquarters.

Business activities: Sports betting and gaming company.

Location: Leading bookmaker in the UK, Ireland and Belgium with over 2,600 owned and operated betting shops. Also operates betting facilities at some of the leading FA Premiership grounds and a number of major racecourses.


  • Introduction

  • Implementing change

  • Coverage

  • Communication, training and involvement are key

  • Employee portal

  • Training

  • Annual cycle

  • One-to-one review meetings

  • Setting objectives

  • Performance criteria

  • Progress meetings

  • Rating

  • Disagreements

  • Personal development plans

  • The capability policy

  • Coaching

  • Link to pay and bonuses

  • Succession planning

  • Lessons learnt

  • A final word


  • Box 1: Staff coverage, measures and support provided at Ladbrokes

  • Box 2: The role of central support staff

Want to know more?

Title: “Managing performance: Case study of Ladbrokes Betting and Gaming Limited”, e-research no. 61, published by e-reward in January 2009.

Availability: The report is available as part of an annual subscription to e-reward research report series, e-research. Starting at £255 + VAT buys you a single annual subscription. For an additional fee, paid-for subscribers may access our digital archive which contains every research report we have published since 2002. You can then download all the reports via this web site.

To find out more visit www.e-reward.co.uk/whatare.asp.

If you want to subscribe online visit www.e-reward.co.uk/subscribe.asp.

Date 19/01/2009

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